Turn new owners into confident users.

New owners get the care guide, the exchange window and the right add-on when they help, from facts your team has approved.

Start with a retention review How it works

Owner checklist · Canvas field jacket

3 of 4steps done for this owner

Care guide sentDay 10
Size exchange window openUntil Nov 15
Care Kit offeredBought with the jacket
Loyalty balance explainedWaits for the second order

One owner’s first weeks: what’s been sent, what’s open and what’s still to come.

Sound familiar?

The same question, “can I wash it?”, keeps reaching support.
The size exchange window closes before anyone mentions it.
The add-on that goes with a product is sold at checkout, or never mentioned again.

An owner who doesn’t know how to care for or size what they bought is a return, or a bad review, waiting to happen.

What changes.

TodayWith the engine

After checkout: Silence, then a generic follow-upHelp with the thing they bought
Answers: Written into each email by handDrawn from product facts your team approved
Add-ons: Offered at checkout, or neverOffered when they’d use it
Who gets it: Every buyerOwners with nothing open on the order

How it works. 6 steps, 4 stages.

AI2
Rules and automation2
Your team2
Approval

1Know
1. Rules and automation
  Know what they own
  Product, size, delivery date and anything open on the order, from Shopify and your helpdesk.
  - Shopify
  - Gorgias
2Match
1. AI
  Match help to the product
  Picks the care guide, exchange window and add-on that fit what they bought, using only approved facts.
2. Your teamApproval
  Approve the facts and the claims
  Your catalog owner confirms every care claim, size note and compatible product before it can send.
3Send
1. Rules and automation
  Send once, when it helps
  Timed to delivery and the exchange window, and held while a problem is open.
  - Klaviyo
  - Attentive
  - Customer.io
4Learn
1. AI
  Spot what owners ask next
  Questions that still reach support after the guide are grouped and sent back to your team.
  - Gorgias
2. Your team
  Update the guide
  Your team fixes the content and decides which questions deserve a message of their own.

Owner questions improve the guide

What you get. Real work, every week.

Approved factsCanvas field jacket

Machine washable on cold. Not waterproof.

Care: Machine washable on cold · supplier spec revision 2
Not claimed: Waterproof
Goes with: Care Kit
Exchange: Within 30 days of delivery

The facts every owner message draws from. Nothing outside this record is said.

Owner questions · Canvas field jacketFall launch

Question	Asked	Answered in
Machine washable?	41	Care guide
True to size?	27	Size note and exchange window
Waterproof?	19	Held: not claimed

What owners asked after the launch, and where each answer now lives.

How you’ll know it’s working.

Questions reaching support per order
A good guide answers the question before it becomes a ticket.
Add-on orders from owners
Care Kits and other add-ons bought after delivery, against owners who didn’t get the message.
Exchanges started inside the window
Shows owners can find the size fix, and keeps fit problems from turning into returns.

Baselines agreed before we build.

Works with what you have.

Commerce

Shopify

Email & SMS

Klaviyo
Attentive
Customer.io

Support

Gorgias

We configure first: Klaviyo flows and Shopify’s order data cover a care guide and an exchange reminder. We start there, with approved product facts as the source.
We build when: Help depends on a product, size or model that Klaviyo doesn’t hold, or the owner isn’t the buyer.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

An owner timeline for each product family
A set of approved care, fit and add-on facts
Messages timed to delivery and the exchange window
A feedback loop from support questions

We start from

Product facts and care guidance
Order, delivery and exchange policy
Support questions after delivery

From your team

Owner: Head of ecommerce or lifecycle, with the catalog owner
Involves: Lifecycle
Catalog
Customer service
Merchandising

Questions teams ask.

Does this only suit complicated products?

It pays most where owners have real questions: how to care for it, whether it fits, what goes with it. For a simple product, one good guide may be all you need, and we’ll say so.

Can it make up care instructions?

No. It can only use facts your team has approved, like the supplier spec. Anything that isn’t in the approved facts, such as a waterproof rating we don’t have, isn’t said at all.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your head of ecommerce or lifecycle, with the catalog owner. We can keep running it with you, or step back.

How do we start?

Usually with a retention review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.